Open to opportunities

Dina Feseha

@dinafeseha

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Experienced Customer Support and Success professional with CRM expertise.

Zimbabwe

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What I'm looking for

I am looking for a role that values collaboration, offers growth opportunities, and allows me to enhance customer experiences.

As a dedicated Customer Support and Success professional, I thrive in dynamic environments where I can leverage my hands-on experience across multiple CRM platforms. My journey has equipped me with the skills to lead initiatives and teams effectively while also collaborating seamlessly in group settings. I take pride in my ability to resolve complex issues, support diverse customer needs, and enhance service quality.

Currently, I serve as a Customer Support Analyst at Trojan Energy, where I provide high-quality support to customer inquiries through various channels. My role involves troubleshooting EV charge point faults and maintaining communication with trial home charger customers to build their confidence. Previously, I led a team of support agents at By Miles, where I focused on complaint resolution and team performance, producing detailed reports to drive customer satisfaction improvements. My experience spans from customer success roles to marketing, allowing me to bring a well-rounded perspective to my work.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Analyst

Current

Trojan Energy

Jun 2023 - Present (2 years 1 month)

Provided responsive, high-quality support to customer inquiries via email, phone, and live chat, troubleshooting EV charge point faults using the internal technical hub. Maintained communication with trial home charger customers, offering updates and building user confidence, while logging interactions to support product improvement feedback loops and collaborating with internal teams to resolve e

Customer Support Technical Troubleshooting Customer Communications Product Feedback

Senior Customer Success Agent

By Miles

May 2022 - Jun 2023 (1 year 1 month)

Led a team of 5 support agents, monitoring daily KPI performance and handling all complaints and escalations with a focus on resolution and retention. Produced detailed team performance and customer satisfaction reports, identifying process gaps and working with teams to improve customer service.

Team Leadership KPIs Customer Retention performance reporting Process Improvement

Customer Success Agent

By Miles

Oct 2019 - May 2022 (2 years 7 months)

Handled inbound queries across platforms with an emphasis on customer satisfaction, assisting users during onboarding and with product feature use. Resolved billing and account management issues efficiently, working with the team to track and improve customer satisfaction outcomes using Zendesk.

Customer Satisfaction Onboarding Account Management Zendesk Query Management Customer Service

Marketing Associate

All Eat App

Nov 2018 - Oct 2019 (11 months)

Supported marketing campaigns to boost brand awareness and acquisition, conducting market research and trend analysis. Managed content and direct messages across Twitter, Instagram, and Facebook, coordinating with the design team for ads, newsletters, and promotions.

Marketing Campaigns Brand Awareness Market Research Trend Analysis Social Media Management Content Management

Education

Degrees, certifications, and relevant coursework

University of Essex

BA(Hons) Politics, Politics

Grade: 2:1

Studied Politics at the University of Essex, focusing on political theories and systems. Achieved a 2:1 classification in the Bachelor of Arts with Honours program.